Our current view of the service
Updated
9 December 2025
Date of inspection: 12 and 13 January 2026. Queens Lodge Nursing Home provides care for up to 56 people and, at the time of inspection, supported 28 people, primarily older adults and those with physical disabilities. The inspection was triggerd following a a period of transition coupled with a short period of concern from partner organisations. In response to this, the provider has worked hard by recruiting an experienced manager, who stated they would be applying to register with CQC. The short period of concern has now been resolved where consistent high standards of care were being provided.
The environment was clean, bright and homely, with robust infection prevention measures in place. Safeguarding systems were effective, and staff were confident concerns would be acted upon. Medicines were generally managed safely, with strong protocols for covert and ‘as and when required’ (PRN) medication, although there were some gaps in medication charts. Staffing levels were sufficient, but deployment required improvement as call bells sometimes were not answered promptly at busy times.
Care plans were person-centred and regularly reviewed, but involvement of people and relatives in care planning was limited, and end-of-life documentation was missing for some people. Mealtime experiences were positive overall, though delays and lack of clear menu information were observed. Staff worked well with external professionals, and training compliance had improved significantly from previous low levels, with a clear trajectory towards full compliance.
Leadership was visible and inclusive, and staff described the new general manager as approachable and proactive. The provider used approaches such as “#FindYourEvelyn”, “Our Home Our Hour” and “Our Care Our Culture” to fully involve people in decisions about the service. Governance systems were developing, with audits in place for medication and infection control, but new changes required further embedding. Overall, Queens Lodge Nursing Home provided good quality care, with a strengthening culture of openness, learning and person-centred care under new leadership
People's experience of the service
Updated
9 December 2025
People told us they felt safe, comfortable and well cared for at Queens Lodge Nursing Home. People consistently described the home as, clean, and with staff who were “kind” and “wonderful”. Relatives echoed this, saying they now had “complete trust” in the team and felt confident their family members were safe. People said they could use call bells and staff usually responded promptly, although some noted short waits at busy times.
People spoke positively about the care and support they received. They said staff asked permission before providing care and treated them with dignity and respect. One person told us, “This is my home, so I can make all my own choices.” People said they were encouraged to do as much as possible for themselves, and relatives confirmed staff promoted independence and kept them informed about any changes.
Mealtimes were calm and sociable, and people said they had enough to eat and drink, with alternatives offered if they did not like the main choice. Activities were described as “much improved” since a new co-ordinator started, as they organised regular entertainment and opportunities for people to get involved with activities. People told us they enjoyed bingo, craft sessions and special events, and relatives said these provided good stimulation.
People and relatives praised the new manager, describing them as “marvellous” and “approachable”. They felt the home had improved significantly, with a better atmosphere and more caring staff. While most people had not seen their care plans, they said they could raise concerns and felt listened to. Relatives confirmed they were contacted promptly if there were any issues. We used the Short Observational Framework for Inspection (SOFI). SOFI is a way of observing care to help us understand the experience of people who could not talk with us.”
Overall, people’s feedback and our observations showed a warm, inclusive environment where staff interacted with kindness and patience. People felt respected, supported to make choices, and able to maintain contact with family and friends. The home was on a positive improvement journey, and people told us they would recommend it to others.